On holiday Lanzarote

[Jodie22030323]

Hi currently in Lanzarote. My plan says I have roaming within my service plan but I’m unable to make any calls . I’ve increased my spending cap. Turned roaming on and off . Tried to call EE but they cut me off and send a text when I reply to the text it doesn’t go through and says I’m trying to do something that will take me over my spend cap. I can’t figure it out or speak to an agent . Any help please ? 

[Ritu_D]

Hi @Jodie22030323 

Thanks for reaching out to us here in the community. 

I am gutted to hear you are unable to use your phone whilst in Lanzarote and i would love to help you get this resolved. 

Did you activate roaming on your account before you left by texting ROAMING to 150? Having a roaming add on doesn't always activate roaming too. 

Most the time a quick reboot of the phone can also resolve this issue, would you be able to give that a go? 

It's great you have increased your spend cap too. 

If you have access to your online account you could login and go to MENU > ACCOUNT SETTINGS > PARENTAL AND DATA CONTROLS > ROAMING ABROAD and also CALL ABROAD and PREMIUM RATE. They will show as ticked if roaming and calling abroad is activated. If they are not ticked try selecting them to see if you can activate them. 

Thanks 

Ritu 

[Schockwave]

@Ritu_D , on the app, for roaming abroad, it just says you have to ring customer service to get this activated on 150, there is no tick and I do have roaming activated on my account, the other two you can see ticked.

[XRaySpeX]

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@Ritu_D wrote:

go to MENU > ACCOUNT SETTINGS > PARENTAL AND DATA CONTROLS > ROAMING ABROAD and also CALL ABROAD and PREMIUM RATE. They will show as ticked if roaming and calling abroad is activated. If they are not ticked try selecting them to see if you can activate them. 

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Does this still exist? I thought it went ages ago.

[XRaySpeX · Accepted solution]

@Jodie22030323 : Are you on contract or PAYG? Had you used that SIM for making calls or texts in UK before you left to go abroad?

If you are on contract, did you activate roaming on your EE a/c before you left UK by texting ROAMING to 150? Having a roaming billing add-on doesn't of itself activate roaming on your a/c. Having roaming activated on your EE a/c, not just on your device, is crucial to using your contract SIM abroad.

Often just rebooting the phone is the simple remedy. Also try selecting a network manually rather than auto.

Otherwise if you are on contract you need to call CS to get your roaming activated. Try calling CS on the Freephone no. in my sig. on Skype over WiFi. It should be free.

[Ritu_D]

Hi @Jodie22030323 

Sorry it does seem the option to tick Roaming is not available anymore well spotted @Schockwave.

Like @XRaySpeX has mentioned above if rebooting the phone doesn't work you would need to call our customer service team. 

Thanks and have a great time in Lanzarote. 

Ritu